Jenny Ly
Technical Support Engineer
San Francisco,CA
Summary
Equipped with strong problem-solving abilities, willingness to learn, and excellent communication skills. Ready to tackle new challenges and advance organizational objectives with dedication and enthusiasm.
Overview
16
16
years of professional experience
5
5
Certifications
Work History
Technical Support Engineer
OpenPhone
1 2022 - Current
- Collaborate with engineering and product teams to identify, report, and resolve complex technical issues for enterprise customers
- Investigated and reported software bugs using tools such as Datadog for debugging and Snowflake for database querying
- Proactively identify potential issues and implement preventative measures
- Create and maintain technical documentation, contributing to internal knowledge bases for streamlined troubleshooting
- Contributed in front-end support tool development using Retool, enhancing support capabilities
- Deliver technical support to customers via Zendesk, phone, and video conferencing tools for remote troubleshooting
- Reported bugs and tracked them using Linear, ensuring timely resolution and product quality
- Assist revenue teams with pre and post sales activities, including customer demos, and troubleshooting during check-in meetings.
Sales Support Specialist
California State Lottery
01.2017 - 01.2022
- Analyze, research and evaluate information to make data driven recommendations to retailers
- Create and develop customized retail orders for varying demographics throughout territory
- Interpret and apply sales and inventory data to create replenishment orders to maximize sales
- Proactively ensure sufficiency of inventory and inform retailers of new product availability
- Verbally communicate information in a variety of settings to enhance customer service
- Communicate information in writing to various audiences using word processing software.
Administration/Operations Assistant
Mints Euro Asian Cuisine
05.2016 - 12.2016
- Conducted and prepared timely inventory reports to maintain an overall inventory awareness
- Managed payroll for a dozen employees at the restaurant
- Conceptualized and designed ads for business marketing purposes
- Updated, formatted and printed menus for the restaurant
- Prepared, served and maintained cleanliness in accordance with health codes and standards.
General Manager
Donut King
12.2012 - 07.2015
- Responsible for increase in sales and doubled annual profits by reviewing financial statements, reports and other data to identify areas needing cost reduction or program improvement
- Monitored budgets, payroll records, and reviewed transactions to ensure that expenditures are budgeted
- Provided ongoing training to team members in operating standards, customer service, product knowledge
- Ensured food safety and workplace safety standards are practiced
- Hired, trained and developed new team members.
Supervisor
Donut King
05.2008 - 12.2012
- Performed all point of sale duties, front/back of house functions including opening and closing procedures
- Supervised daily shift operations by ensuring that staffing schedules were appropriate
- Setup advertisement displays for new incoming merchandise, beverages, and bakery items
- Performed all required support tasks such as cleaning cases, equipment, and restocking of display cases.
Skills
Technical Support
Technical Troubleshooting
Root Cause Analysis
Datadog
Snowflake
Zendesk
Retool
Linear / JIRA (Bug Tracking)
Certification
Postman: REST API Testing, 09/01/24
Timeline
Sales Support Specialist
California State Lottery
01.2017 - 01.2022
Administration/Operations Assistant
Mints Euro Asian Cuisine
05.2016 - 12.2016
General Manager
Donut King
12.2012 - 07.2015
Supervisor
Donut King
05.2008 - 12.2012
Technical Support Engineer
OpenPhone
1 2022 - Current
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